Since SL outsourced booking for the on-demand bus 904 to a call center last autumn, elderly people may end up connecting with Senegal when arranging medical transport. An 83-year-old man describes the system as catastrophic.
Stockholm Public Transport, SL, decided last autumn to outsource the booking management for the on-demand bus 904 to an external call center. This has resulted in elderly passengers, who need buses to reach the hospital, sometimes being connected to operators in Senegal. The local newspaper Mitt i Stockholm reports on the issues based on interviews with affected individuals.
An 83-year-old man contacted by the newspaper expresses strong frustration: “It works catastrophically.” He and other elderly people struggle to navigate the new system, complicating their access to essential medical care. SL's change likely aimed to streamline the booking process, but the outcomes have been unexpected for users.
The background is that bus 904 is intended for special trips, including medical transport, and the change was implemented to better handle demand. So far, there are no official statements from SL regarding specific complaints related to the call center's geographical location. The issue highlights challenges with outsourcing in Sweden's public services.
